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Jobs at Phone.com INC

Customer Service Representative

Location: Poway, CA

Type: Full Time

Min. Experience: Experienced

Contribution & Purpose

As a customer service representative you are the front line voice of the company to our customers.  In this position you will field in-bound calls, and may also provide customer support via chat, e-mail, and call backs. Service staff handle a variety of issues including billing, service set up and customer education, and basic network troubleshooting.


Essential Duties-What you get to do

Day to Day Functions

Receive inbound calls, chats, & e-mails for service requests made by active and prospective customers
Create & respond to service tickets according to ticket guidelines
Diagnose, troubleshoot, resolve, or properly escalate, customer technical support issues
Comply with attendance and tardy policy expectations
Deliver excellent phone service in accordance with our quality assurance policy
Meet minimum standards for call volume as assigned
Support team projects as assigned
Other duties as assigned


Key Qualifications-What you bring to us

High school diploma or equivalent
Bilingual (English/Spanish) preferred
Minimum one year of customer service experience, preferably in a specialty retail or call center environment
General technical aptitude, basic knowledge of computer networking and routers strongly preferred
Ability to type 35+ words per minute and multitask between computer screens.
Solid written and verbal communication skills.
Ability to manage upset customers effectively.


Key Performance Factors

Multi-tasking ability
Task oriented
Good written and oral communication skills

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